Billing, Payments, and Refunds

A Convert Only plan allows users to use Privy’s Convert tool to create + publish on-site displays to grow their subscriber list, make on-site announcements, and increase sales.

A Starter plan allows users to access the full functionality of Privy’s Convert and Email products with pricing based on the account’s mailable contacts. 

A Growth plan allows users to access the full functionality of Privy’s Convert, Email, and Text products with pricing based on the account’s mailable + textable contacts. 

This limited plan is only available for stores with 10,000 monthly pageviews or less. Learn more.

Privy bills customers in United States Dollars (USD). 

Privy’s Starter and Growth plans can be paid for through your Shopify account or via credit card (Visa, MasterCard, American Express, or Discover).

Credit card payments are processed using Stripe. For more information about the strict security measures that Stripe uses, please see the Stripe Security Page. 

In your Privy account, click your account name in the top right corner, select the Plans and Pricing option from the dropdown menu, and scroll down to Payment method.

In your Privy account, click your account name in the top right corner, select the Plans and Pricing option from the dropdown menu, and scroll down to Invoices. Here you’ll find your last 12 invoices with credit card billing. If you need older invoices, please email billing@privy.com and request them. 

Shopify: Payments processed via Shopify will be included in your next Shopify bill. 

Credit Card: Payments processed via credit card will be charged immediately for the first invoice, any plan changes thereafter will be reflected on your next billing date.

For example, if your first payment was on March 1st, your next payment will be on April 1st and the 1st of every month going forward. This billing cycle will continue until the plan is canceled. Once you make the change to your upgraded plan, you will have access to those features immediately, regardless of a mid-cycle change. 

Privy bills you based on the highest number of mailable/textable contacts in your account for each billing cycle. If an account reaches the contact limit of one of its Privy plans, you’ll automatically be upgraded to the next tier, which will be reflected in your next billing cycle.

Conversely, if the account drops below a previous contact limit, you’ll automatically be moved to a lower tier. No notification is sent, and no action is required from the account owner. 

Check out this resource to make changes to your Privy plans. If you choose to cancel a plan mid-cycle, you will lose access to any paid features associated with that plan immediately.

Your Shopify bill, as managed by Privy, may appear as two separate charges—a base charge and a usage charge. This division sometimes confuses users, making them believe they’re being charged twice. Rest assured, this isn’t the case.

Shopify separates the base charge of a plan from any additional pricing associated with specific usage tiers. For example, a merchant on the $90 Starter plan will see a base charge of$15 and a usage fee of $75. Usage in Privy is not related to the features used or the use of the account; usage in Privy is related to the number of mailable contacts on the account and how they scale.

In the event that Privy is unable to process your most recent payment, an account status banner will be placed within your account, directing you to take action in the My Plans and Pricing section. The banner will remain in place on the account until the failed payment has been successfully reconciled.

If you decide to switch plans mid-cycle, a refund is not required. Should you need to change plans midcycle, simply reach out to us at billing@privy.com, and we will help ensure you are not double billed. 

Privy is not automatically canceled if the account isn’t being used or is uninstalled from your website/storefront, the store is closed, or there is any instance where the account is not going to be used for a period of time. If Privy no longer meets your business needs, or you are not planning to use Privy for some time, please cancel the desired individual plan or close the account entirely to avoid additional charges. Failure to close your account or account properly or lack of usage will not result in a refund. 

Annual billing provides customers with a discount by requiring an upfront payment. Due to the nature of this discount, Privy cannot extend refunds to subscriptions on annual billing. Any annual plan cannot be canceled or closed until the next annual renewal date.

Privy does not offer refunds on plans that are receiving a promotional discount. Additionally, the discounted rate only applies to the plan that is currently active. If the plan is upgraded to a more expensive plan, the promotion will no longer apply. 

Privy has designed the upgrade path to include several steps, where a plan’s pricing is clearly listed and where multiple actions must be taken to confirm the purchase decision. With this in mind, Privy does not offer a refund for a plan that was upgraded by following these steps. Please cancel the desired individual subscription or close the account entirely to avoid additional charges.  

If you engage in any of the activities listed in the Acceptable Use Policy, Privy reserves the right to terminate your access to or use of the Privy service, disable your Privy account or access to the Privy Service, and remove all or a portion of your content, in each case at any time, with or without notice and without refund. Privy may also report your activity to the applicable legal authorities or third parties for abuse or fraud prevention.

If you have a Shopify billed account, the Privy Team is happy to assist you with a refund request, but ultimately, this will need to be processed by Shopify’s Financial Team. If approved by Privy, a Privy representative will gladly reach out to Shopify on your behalf. 

Approved refunds can take 5-10 business days to reflect on your bank statement or Shopify account.